Every paid MailKite plan — Pro, Scale, and Business — is backed by a contractual 99.9% monthly uptime commitment, with service credits if we miss it. The Free plan runs on the same infrastructure on a best-effort basis, with no uptime commitment.
Effective date: 2026-06-24
This Service Level Agreement (SLA) is part of the MailKite Terms of Service. It applies to all paid plans (Pro, Scale, and Business). It does not apply to the Free plan, beta/preview features, or trials, which are provided on a best-effort basis with no uptime commitment. Capitalized terms not defined here have the meaning given in the Terms.
A Monthly Uptime Percentage of at least 99.9% on every Covered Service.
MailKite will use commercially reasonable efforts to make the Covered Services available at or above 99.9% during each calendar month. If we fall short, you may request a Service Credit as described below.
Monthly Uptime Percentage = (Total minutes in the month − Downtime minutes) ÷ Total minutes in the month × 100
Downtime is minutes during which a Covered Service returned errors (HTTP 5xx) or was unreachable for all requests to that service, as measured by MailKite's monitoring, excluding the events listed under Exclusions. Partial degradation affecting a single account or region is evaluated in good faith.
The 99.9% commitment covers the core request paths a paying customer depends on. The dashboard (app.mailkite.dev) and the marketing site are not Covered Services.
Accepting mail at the MX edge, parsing it, and dispatching the webhook delivery attempt.
Our attempt to POST email.received to your configured endpoint. Your endpoint being down is not our Downtime — see exclusions.
POST /v1/send accepting and handing off a message for delivery.
api.mailkite.dev and mcp.mailkite.dev returning non-5xx responses for valid requests.
If the Monthly Uptime Percentage for a Covered Service falls below 99.9% in a calendar month, eligible accounts may claim a Service Credit applied to the bill for that service.
| Monthly Uptime Percentage | Service Credit (% of that month's fees) |
|---|---|
| < 99.9% and ≥ 99.0% | 10% |
| < 99.0% and ≥ 95.0% | 25% |
| < 95.0% | 50% |
Service Credits are the sole and exclusive remedy for any failure to meet this SLA. Credits are non-refundable, hold no cash value, and may not exceed the fees paid for the affected service in the affected month. A Service Credit applies only if your account is in good standing (no overdue balance) at the time of the claim.
Email support@mailkite.dev within 30 days of the end of the month in which the Downtime occurred, with the subject line SLA credit request. Include:
We will validate against our monitoring and apply approved credits to your next invoice.
MailKite runs on Cloudflare's global edge (Workers, D1, R2) and a redundant MX layer, which is how we can offer a 99.9% commitment on paid plans. This SLA states a contractual floor, not a performance target — in practice we aim materially higher.
We may update this SLA from time to time. Material changes that reduce the commitment will be announced at least 30 days in advance to the account contact email. The version in effect at the start of a calendar month governs that month.
See the plans it backs, or reach out and we'll walk you through it.